Brokered Service Offerings

Brokered Services is an asset-sharing solution between ISC and the campus. The service leverages economies of scale, allowing clients to quickly access licensed products that are managed in a central University portfolio. Product liaison support and consultation is available through this service for each offering, but technical support is provided through the service’s vendor partners. Here is a list of current service offerings:

Product or Service

Adobe

Access

Faculty and Staff should contact their IT Support Staff for access to Adobe enterprise software.

Description

Adobe Acrobat Professional

Adobe Creative Cloud (Photoshop, Illustrator and more)

Used by/Available to

All Faculty & Staff, including post-docs.  Students can access from school computer labs.

Capacity Assumptions/Restrictions

  1. Not available to contracted staff or students outside computer labs.  Go to the Computer Connection to order a subscription.
  2. University limited to 25% Creative Cloud coverage for PSOM, 50% all other University (non-medical) locations.

Continuity & Security

Not certified by Penn for HIPAA data

https://www.adobe.com/security.html

 

Cost

Prepaid by your school or center based on historical usage.  Veterinary Medicine, School of Engineering and Sciences and Penn School of Medicine have a cost recovery program which means your department will be charged a share of costs.

Support

IT Support Staff are the first contact for faculty, staff, and students.

IT Support Staff may leverage Adobe vendor support by contacting Client Care.

Benefit

More than 50% savings from list price at current university utilization level.

 

Product or Service

AWS Enterprise Discount Agreement

Access

Contact ISC Client Care

Description

The university contracts for a minimum purchase of hosting and related AWS services annually for a significant discount.  If you’re a university faculty or staff who can commit to spend of $30k/yr or more contact Client Care to ask about joining the AWS Enterprise Discount Agreement.

Used by/Available to

All Faculty & Staff with spend over $30k/year

Capacity Assumptions/Restrictions

New entrants may be stopped once total spend reaches an annual cap when step costs occur. 

Continuity and Security

Not applicable

Cost

Spend commitment of $30k annually with AWS.

Support

Support may be purchased separately from AWS.

Benefits

Significant discount – contact ISC Client Care for details.

Product or Service

AWS Enterprise Support

Access

Limited – contact ISC Client Care

Description

Enterprise level support for school and center technical resources using AWS resources.

 

Technical Account Manager

Your designated technical point of contact who provides advocacy and guidance to help plan and build solutions using best practices, and proactively keep your AWS environment operationally healthy.

Support Concierge

Quickly and efficiently get answers to your billing and account inquiries via a designated senior customer service professional who is familiar with you and your account.

AWS Trusted Advisor - Full Checks

Access to the full set of Trusted Advisor checks and guidance to provision your resources following best practices to help reduce cost, increase performance and fault tolerance, and improve security.

AWS Personal Health Dashboard

A personalized view of the health of AWS services, and alerts when your resources are impacted. Includes the Health API for integration with your existing management systems.

Infrastructure Event Management

Architecture and scaling guidance, and real-time operational support during the preparation and execution of planned events, product launches, and migrations

Architecture Support - Enterprise

Consultative review of your application architecture, and guidance on how AWS aligns with your applications and solutions

Well-Architected Review

A detailed review of your architecture by AWS Solutions Architects, who provide guidance to help you design reliable, secure, efficient, and cost-effective systems in the cloud.

Operations Support

Consultative review of your cloud operations, recommendations to help optimize how you operate your AWS environment, and by-request event reporting to help you make informed operational decisions.

AWS Support API

Programmatic access to AWS Support Center features to create, manage, and close your

Third Party Software Support

Guidance, configuration, and troubleshooting of AWS interoperability with many common operating systems, platforms, and application stack components support cases, and operationally manage your Trusted Advisor check requests and status.

 

Used by/Available to

IT Support Staff at select schools & centers

Capacity Assumptions/Restrictions

Availability is limited as resources can only be effectively shared with a small number of organizations.  Contact ISC client care to inquire.

Continuity and Security

Not applicable

Cost

Cost-share based on utilization.

Support

Participants may access AWS support directly.  Support offering currently:

  • Technical Support
    • 24x7 access to Sr. Cloud Support Engineers via email, chat, and phone
  • Customer Contacts
    • An unlimited number of contacts may open an unlimited number of cases (IAM supported)
  • Case Severity and Response Times*
    • General guidance: < 24 hours
    • System impaired: < 12 hours
    • Production system impaired: < 4 hours
    • Production system down: < 1 hour
    • Business-critical system down: < 15 minutes

Benefit

12% discount for participants, cost sharing between units

Product or Service

Azure Hosting Services

Access

Contact ISC Client Care

Description

  • Platform as a service offered by Microsoft
  • Offerings include cloud virtual servers, storage, AD, wide array of hosted applications

Used by/Available to

All IT Support Staff

Capacity Assumptions/Restrictions

Virtually unlimited.  Use of UPenn ISC Azure instances limited to IT Support Staff and technical staff authorized to use by an IT Support Staff person.

Continuity and Security

BAA exists for HIPAA and FERPA data stored in the cloud.  Penn certifies Azure Hosting for HIPAA data storage. 

 

https://www.microsoft.com/en-us/trustcenter/security/azure-security

 

Cost

No charge for access.  ISC will provision account and a local administrator.  Price list for various Azure cloud services can be found within the Azure portal once provisioned.

Support

ISC offers 1 hour on-boarding session in partnership with Microsoft and reseller.

Support of Azure services is provided 24x7.  IT Support Staff may contact Microsoft directly for incidents.

Benefits

 

Product or Service

Educause Subscription

Access

Visit www.educause.edu to login

Description

Access to learning, trends and professional network in education in the areas of: 

  • Cybersecurity
  • IT Leadership
  • IT Professionals
  • Teaching and learning
  • Benchmarking and collaboration

Used by/Available to

All faculty & staff.  Used primarily by ISC, Library.

Capacity Assumptions/Restrictions

None

Continuity and Security

Not applicable

Cost

No charge to faculty or staff

Support

None available

Product or Service

Gartner Campus Agreement

Access

https://www.isc.upenn.edu/how-to/vendor-resources-providers#Gartner

 

Description

  • Access to over 100,000 IT research documents, including Gartner Hype Cycles and Magic Quadrants
  • 5,000 new documents added each year
  • Access via the Gartner web portal

Used by/Available to

All Faculty, Staff and Students

Capacity Assumptions/Restrictions

Not available to contracted staff

Continuity and Security

Not applicable

Cost

No charge, funded by university center

Support

IT Support Staff are first contact for faculty, staff and students.

IT Support Staff may leverage vendor support by contacting Client Care

Benefit

Up-to-date online access to leading technical research for all FTE and students.

Product or Service

Penn on iTunes U

Access

Enter Penn on iTunes U
Login as a Penn on iTunes U Contributor

Description iTunes U is a free service hosted by Apple that allows instructors, administrators, and affiliates to manage and distribute educational audio and video content for viewers using Apple's iTunes Store infrastructure. Penn on iTunes U is a portal for University of Pennsylvania audio, video, and PDF files.
Used by/Available to University faculty, staff, and students
Capacity Assumptions/Restrictions  
Continuity & Security  
Cost No fee
Support Apple's overview of iTunes U
Benefit

Free online storage of audio, video, and PDF files. Highlights research and admin outreach to the world at large using Apple's popular iTunes platform. Regular (monthly) trackable user statistics (downloads and streams) from Apple.

Product or Service

Smartsheet

Access

Contact ISC Client Care for available licensing

Description

  • Smartsheet is a software as a service application for collaboration and work management that is developed and marketed by Smartsheet Inc. It is used to assign tasks, track project progress, manage calendars, share documents and manage other work. It has a spreadsheet-like user interface.

Used by/Available to

All Faculty, Staff

Capacity Assumptions/Restrictions

Limited licensing pool, available as first-come first serve

Continuity and Security

Multi-site redundancy.  Hosted at AWS and Equinix. Third party assessments. AES 256 at-rest encryption. No BAA, not Penn certified for HIPAA data. Some security and controls settings for local administrators.

https://www.smartsheet.com/trust

 

Cost

No charge, may change to allow more utilization

Support

  • Onboarding provided by Smartsheet
  • End-users may contact Smartsheet directly for technical and application support

Benefit

Take advantage of volume discount

Product or Service

Teamwork

Access

Contact ISC Client Care for available licensing

Description

  • Teamwork.com is an easy-to-use online teamwork & project management software application that helps managers, staff and clients work together more productively online.

Used by/Available to

All Faculty, Staff

Capacity Assumptions/Restrictions

Limited licensing pool, available as first-come first serve

Continuity and Security

99% uptime; replication of data every second; 256 bit SSL.  Data stored in AWS.  Restores possible by contacting the supplier within one month of deletion.

https://www.teamwork.com/security

 

Cost

No charge, may change to allow more utilization

Support

End-users may contact Teamwork directly for technical and application support

Benefit

Take advantage of volume discount

Product or Service

Toad Enterprise Licensing

Access

Contact your IT Support Staff

Description

Toad for Oracle Base Edition

This is a tool which helps you manage your Oracle databases. It's typically used by application and database developers, data analysts and DBAs.

Toad Data Point Pro w/Quest Data Hub

Toad data point is a data provisioning platform. The data point can connect to many different types of data sources. According to Quest Software, you can "seamlessly access more than 50 data sources – both on-premises and in the cloud – and switch between these data sources with near-zero transition times. Connect, query and prepare data for faster business insights. Easy data profiling and cleansing, simplified data federation slashes up to 50 percent of your time to routine data delivery and enables you to take a huge leap in being more data-driven."

Maintenance is included to keep your tools up to date.

Used by/Available to

Faculty and staff, including third-parties (ie. contractors) in support of Penn internal business.

Capacity Assumptions/Restrictions

Unlimited licensing available to faculty and staff of Penn.  To be used to support internal business only, not as a managed service provider (providing database support or access to tools by non-affiliates).

General license terms: https://www.quest.com/docs/sta-united-states-legal-68598.pdf

Maintenance terms:  https://support.quest.com/essentials/

Product guide: http://Quest.com/docs/Product_Guide.pdf

 

 

Continuity and Security

Not applicable

Cost

No charge, funded by the university center

Support

https://support.quest.com/